Job Type Full-time Description CENTEGIX® is the industry leader in wearable safety technology for healthcare, education, government, and commercial workplaces with over 600,000 badges in use. The cloud-based CENTEGIX Safety Platform™ initiates the fastest response time for emergencies, from the everyday to the extreme. Leaders in over 12,000 locations nationwide trust CENTEGIX's innovative safety solutions to empower and protect people (every day). Purpose As a Technical Support Supervisor, you lead the team that is the primary point of contact for any technical issues our customers are experiencing. You will play a critical role in ensuring our customers' technical issues are resolved quickly and accurately, ensuring a seamless experience of our Safety Platform products. You will train and mentor a team of Technical Support Analysts to provide superior software support, including quality problem analysis and implementing precise solutions to guarantee first-call resolution. Position Responsibilities
- Customer Service: Ensure customer issues are managed swiftly with accuracy, professionalism and empathy. Manage team performance to guarantee SLAs are met, while constantly seeking ways to enhance the customer experience.
- Technical Support: Lead the team that serves as a primary point of contact for customers, to provide exceptional technical support and troubleshooting assistance. Collaborate with internal teams, including Command Center, Field Services, and Engineering, to address and resolve customer issues with a focus on first call resolution. Ensure technical concepts and solutions are communicated clearly to non-technical individuals.
- Training and Documentation: Develop and maintain department technical documentation, including user guides, troubleshooting procedures, and knowledge base articles. Conduct training sessions, both in-person and remote, to educate on system functionality and troubleshooting best practices. Continuously update and improve training materials to reflect the evolving nature of our products and services.
- Collaboration and Cross-Functional Support: Use insights from customer interaction data to collaborate with Product Management and Engineering to help drive the development and improvement of our tools, products and services.
- Continuous Learning and Professional Development: Stay up-to-date with the latest technological advancements, industry trends, and best practices in the field of safety and emergency response systems. Actively participate in training programs, workshops, and seminars to enhance your technical skills and knowledge. Share your learnings and insights with the team to foster a culture of continuous improvement. Create and provide topics for weekly/biweekly learning sessions for the team.
Requirements
- Education and Experience:
- 5+ years Leadership experience in technical support roles, preferably in the software or technology industry.
- Expertise in metrics-driven performance management
- Bachelor's degree in Information Technology, or a related field (or equivalent work experience).
- Technical Skills
- Proficiency in troubleshooting software issues in Windows and MacOS.
- Knowledge of wireless technologies including Zigbee and LoRaWAN.
- Understanding of network protocols, including TCP/IP, DHCP, DNS.
- Experience with CRM Systems (Salesforce)
- Extensive experience creating Technical standard operating procedures and knowledge base content.
- Customer Focus and Communication
- Excellent interpersonal and communication skills, with the ability to communicate technical concepts effectively to non-technical individuals.
- Strong customer service orientation and a passion for delivering exceptional support experiences.
- Ability to remain calm and composed under pressure, with a focus on problem-solving and conflict resolution.
- Adaptability and Teamwork
- Flexibility to adapt to a fast-paced and evolving environment.
- Ability to collaborate effectively with cross-functional teams and contribute to a positive team culture.
- Work effectively with other teams for the benefit of the customer. Cross-functional collaboration is a large focus for this role.
What's in it for you?
- Hybrid work environment; we offer workplace flexibility
- Participation in company wide discretionary bonus
- 15 days paid time off
- 11 paid holidays
- Monthly device(s) reimbursement
- We offer a range of health care plans to meet your needs (medical, dental, vision)
- 401(k) Plan with 4% employer contribution to help you plan for the future
- Employee Referral Bonus
- Charitable Program Match
CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate.